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This hybrid role primarily supports 24×7 service operations (80%) for Axway B2Bi EDI integrations, ensuring stable, secure, and SLA‑compliant transaction processing across partner ecosystems.
In addition, the role contributes 20% development and enablement activities, including lightweight automation, operational tooling, small enhancements, and controlled configuration or mapping updates under defined governance.
The objective is to reduce incidents through operational excellence while continuously improving platform reliability, efficiency, and standardization through automation.
Key Responsibilities:
A. Service Operations (80%)
1. Monitoring (“Eyes on Glass”)
- Monitor Axway B2Bi services, Sentinel dashboards, and system alerts for failures, performance degradation, and anomalies.
- Validate end‑to‑end EDI transaction health across AS2, SFTP, HTTP, and FTP protocols.
- Ensure uninterrupted message processing and partner connectivity.
2. Incident Management & First‑Line Troubleshooting
- Triage incidents by analyzing logs, error messages, and system alerts.
- Identify likely root causes related to:
- Connectivity and protocol issues
- Partner configuration and setup
- Certificates and security
- Mapping or payload/data quality issues
- Execute approved recovery actions:
- Message reprocessing, replay, and controlled retries
- Safe component restarts per SOP
- Ensure accurate incident logging, prioritization, and timely stakeholder communication aligned to SLAs.
3. Partner & Data Operations
- Coordinate with trading partners to resolve setup issues including:
- Certificates, endpoints, identifiers, schedules
- Payload structure or data content issues
- Support partner onboarding activities in staging and production using approved runbooks and checklists.
- Work with backend teams and SMEs to address configuration gaps or recurring partner/data issues.
4. Escalation & Cross‑Team Collaboration
- Escalate incidents to L2 / L3 / SMEs when resolution requires:
- Configuration changes
- Map or code updates
- Performance tuning
- Network, database, or infrastructure changes
- Provide high‑quality evidence in escalations:
- Timestamps, message IDs, log excerpts, error stacks
- Steps already executed
- Business and SLA impact assessment
5. Proactive Operations & Problem Management
- Perform routine operational checks:
- System health and capacity
- Certificate expiry
- Queue depth and backlog
- Generate operational and SLA reports.
- Identify recurring issues and propose preventive actions:
- SOP updates
- Monitoring improvements
- Automation opportunities
- Follow ITIL-aligned processes for incident, problem, and change coordination.
B. Development & Enablement (20%)
1. Lightweight Mapping & Configuration Support (Under Governance)
- Assist with basic mapping or partner‑specific adjustments using:
- Mapping Builder & MBC
- Mapping Services and DML flows
- Support staging validation and testing for new or updated partner flows.
- Document test results and release evidence per governance requirements.
2. Automation & Operational Tooling
- Develop and maintain Python/Shell scripts to automate repetitive operational tasks such as:
- Log analysis
- Report generation
- Partner configuration validation
- Support Jenkins pipelines and deployment automation for approved, low‑risk releases.
3. Technical Documentation
- Maintain and enhance operational documentation:
- Runbooks and SOPs
- Known‑error catalog and escalation playbooks
- Monitoring dashboards documentation
- Capture and maintain:
- Configuration and integration flow diagrams
- Monitoring coverage improvements and operational insights
Outcome Focus
- Improved platform stability and SLA compliance
- Reduced incident volume through proactive monitoring and automation
- Faster incident resolution with standardized processes
- Continuous improvement of operational efficiency and reliability
.
Work Experience:
- Monitor Axway B2Bi services and Sentinel dashboards for alerts, failures, performance degradation, and anomalies.
- Escalate issues to L2/L3/SMEs when configuration changes, code/map updates, performance tuning, or network/DB changes are required.
- Assist with basic mapping updates or partner-specific adjustments (MBC / Mapping Services / DML flow) following the defined review and release process.
- Support staging validation for new or updated maps and partner flows; document test evidence.
- Demonstrate working knowledge of Axway B2Bi and Sentinel monitoring concepts, including alerts, dashboards, and transaction visibility.
- Possess an understanding of EDI standards (X12, EDIFACT), XML, and common integration protocols (AS2, SFTP, HTTP/FTP).
- 4+ years of relevant experience.
Educational Qualification:
Bachelor’s Degree in Statistics, Computer Science, Information Technology, or a related discipline (or equivalent relevant experience).
Skills & Knowledge:
Behavioral Skills:
- Critical Thinking
- Detail Oriented
- Impact and Influencing
- Interpersonal Communication
- Multitasking
- Problem Solving
- Time Management
Technical Skills:
- Identity & Access Management
- Database Administration
- IT Support like Software & Hardware Installation, Troubleshooting
- Software Validation
- Systems Integration
- IT Regulatory Compliance like SOX Compliance
Tools Knowledge:
- Software Configuration Management Tools like Ansible, Puppet
- Citrix technologies like XenDesktop, XenApp, XenServer
- Operating Systems & Servers like Windows, Linux, Citrix, IBM, Oracle, SQL
- Enterprise Resource Planning (ERP) Systems like Sage, ASW, SAP
- Software like Case Management System, HR Information Systems, Kronos(Timekeeping Software), PHS Health and Safety Management System
- Java Frameworks like JDBC, Spring, ORM Solutions, JPA, JEE, JMS, Gradle, Object Oriented Design
- Microsoft Office Suite
- Relational Database Management System (RDBMS) Software
- Customer Relationship Management (CRM) Systems like Salesforce Marketing Cloud, Sales Cloud
- Internet Protocols like DNS, HTTP, LDAP, SMTP, Easy DNS, No IP
What Cencora offers
Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.
Full time
Affiliated Companies
Affiliated Companies: CENCORA BUSINESS SERVICES INDIA PRIVATE LIMITED
Equal Employment Opportunity
Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.
The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.
Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned